Job Description:
Lendio makes small business loans simple. We are the nation’s largest marketplace for small business financing ($12 Billion funded to date) and are passionate about helping small business owners get the capital they need to succeed. Customer Success Representatives are focused on customer retention as they own the post sales experience. They provide product/services information and resolve any emerging problems with accuracy and efficiency. In this role, CS Representatives will make outbound phone calls, emails and chats to nurture and cultivate the relationship already made at Lendio. Being a strong liaison will be crucial for Lendio departments.
What you will own:
Manage all customer complaints from any inbound source (phone, e-mail, text, chat)Log all complaints for future reporting and improvements
Work with multiple internal teams on processes and procedures that will fit our customer service profile
Respond to all customers in a timely manner
Transfer or escalate calls to the appropriate employee/department
Provide accurate, valid and complete information
Track call-related information for auditing and reporting purposes
Calmly de-escalate customer issues
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers and provide amazing CS experience
Additional duties as assigned
What you'll need to be successful:
Proven customer support experience or experience as a client service representative
Track record of over-achieving quota
Strong phone contact handling skills and active listening
2 years previous Customer Service/CX/phone experience preferred
Spanish speaking is not mandatory but preferred
Familiarity with CRM systems.Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, learn quickly, prioritize, and manage time effectively
High school diploma or equivalent
Pay Range:
Benefits
Be part of a high-performing, collaborative team, and have fun at work each day
Competitive pay
A full suite of traditional benefits
PTO (Paid Time-off)
401(k) with company match
Company-contributed HSA
Onsite gym and standing desks
Wellness program
Discounted cellular plans
Get to know Lendio:
Lendio is the nation’s leading small business financial solutions provider, with a mission to help small businesses survive and thrive. With its diverse network of lenders, Lendio enables small business owners to apply for multiple business financing options with a single application. In addition to creating access to small business capital, Lendio offers time-saving financial SaaS products that are designed to streamline business operations.
Lendio is a mission-driven organization striving to provide equal access to capital to underserved communities and America’s smallest businesses. For every new marketplace loan Lendio facilitates, Lendio Gives—an employee-contribution and employer-matching fund, in partnership with KIVA–provides a microloan to low-income entrepreneurs around the world, continuously re-investing the fund.
Lendio is an equal opportunity employer committed to diversity and inclusion. We welcome anyone who wants to help small businesses survive and thrive and aligns with our core values, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.